There are some circumstances where you may wish to return the products that you have ordered from us and this policy explains when and how you can do this.
Whilst we take special care to ensure that any product you ordered from us reaches you in perfect condition and matches the description we give to it on our website, there is always a chance that it may arrive damaged from transport to you or that it may not be exactly as we have described to you.
You must inspect the product(s) when you receive it for defects or damage. If you find a defect or any damage to the product(s) you must tell us as soon as possible and we will arrange for its return to us at no cost to you. If the product(s) is found to be damaged prior to delivery to you, or defective, we will repair or replace the product(s) or refund the price paid by you at our option.
In the unlikely event that you do find that your product(s) is damaged or defective in any way, you should contact us in writing (post or email) at the address provided below or you can telephone us on the telephone number provided below and we will either arrange for the return of the product to us or help you complete the process of returning the products to us. If, when the product(s) is returned to us, we find that there is no damage or defect, we will refund the price paid for the product(s) but you will be responsible for the cost of the return of the undamaged product(s) to us which we will deduct from the refund we give to you.
Under the Consumer Rights Directive 2011/83 as implemented in your EU member state, you have the right to withdraw from (i.e. cancel) all or part of your contract for the purchase of the products from us at any time up to 14 calendar days after the day on which you receive the products in your order. If you have paid a delivery charge on your order, the price you paid for the delivery charge will also be included in your refund once we have received all (not part) of your order to the specified address below. Please note the delivery charge refund will be to the value of standard delivery. This means that if the standard delivery option is free of charge, you will not receive any refund for delivery charges which you may have paid for a premium delivery service. Extreme Lounging will process your refund with 14 days of receipt of the products, to the specified address. The products must be returned to us before we can issue your refund. Please also note that you must only open the products from their packaging for the purposes of inspection to ensure they conform to the description given to them at the time of your order. You may not use the products and must take reasonable care of the products whilst they are in your possession before they are returned. You should return goods to us in their original packaging, wherever possible, as soon as possible after informing us of your wish to cancel. We will not be responsible for any loss or damage to the products which you cause to them whilst in your possession or (if you opt to arrange for the return of the products to us) which may occur during transit and we recommend that you use a recorded or secure delivery method. If the products are damaged due to your lack of care of them or if they are lost or damaged in transit, we may charge you, or not refund to you, amounts that are attributable to the loss or damage. We cannot accept substitute or alternative items by way of returns nor are we able to send them back to you. So please look closely at the items you return to us. If you return or attempt to return substitute or alternative items you will still be responsible for paying for the original item purchased.
Where you wish to withdraw from the contract under the Consumer Rights Directive as described above you can either complete the Model Form (which is available here) and send it to us or you can inform us in writing by post or email or telephone and we have provided details of how to inform us below. You do not have to use the Model Form and if you do not you must inform us in writing or by telephone that you wish to exercise your right of withdrawal. You should not use this Model Form where you are returning the product(s) for any damage or defect. Please follow the instructions below.
Alternatively, you can inform us of your wish to withdraw from the contract and/or return damaged or defective product(s) by completing the Return Form which is available in the “My Account” section of the website (click here). To access the Return Form, open the section in your “My Account” section called “Order History and Details” and the select the order you wish to complete the withdrawal and/or return for and complete the details as requested. Please fill in all requested details whilst following the instructions carefully.
J.T.S. Cushions Limited t/a Extreme Lounging
Unit C, Gresley Road,
Keighley, West Yorkshire,
+44 (0)1535 692373 (this is a UK number and will be charged at your standard rate for making the call).